Confession of a new SprintPCS CSR

http://www.ripoffreport.com/reports/ripoff89259.htm


" They did not want us to give credit for ANYTHING! They said, just give
courtesy minutes. Customers won't mind! The director of our center even
admitted that Sprint doesn't give good customer service"

(Oklahoma City)

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› See More: Confession of a new SprintPCS CSR

"Røbert M" <[email protected]> wrote in message
news:[email protected]...
> http://www.ripoffreport.com/reports/ripoff89259.htm
>
>
> " They did not want us to give credit for ANYTHING! They said, just give
> courtesy minutes. Customers won't mind! The director of our center even
> admitted that Sprint doesn't give good customer service"
>
> (Oklahoma City)

Considering that the author of that little ditty starts of by saying "Me and
my husband", and the rest of the text, I find this hardly credible.

Bob

> Considering that the author of that little ditty
> starts of by saying "Me and
> my husband", and the rest of the text,
> I find this hardly credible.


You automatically disbelieve anything a woman might write???

I found it very credible as it matches what people report with their
experiences with CSRs.

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Robert M <[email protected]> wrote:
>
>
> You automatically disbelieve anything a woman might write???
>

I do believe he disbelieves it because of the poor grammar, citing "Me
and my husband".

> I found it very credible as it matches what people report with their
> experiences with CSRs.
>

You find just about anything negative as credible.

- --

Thomas T. Veldhouse
Key Fingerprint: 2DB9 813F F510 82C2 E1AE 34D0 D69D 1EDC D5EC AED1

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> > I found it very credible as it matches
> > what people report with their
> > experiences with CSRs.
>

> You find just about anything negative as credible.

In this case it seems quite credible. I wouldn't generalize as you and Smith
want to do.

"Nebby00007" <[email protected]> wrote in message
news:[email protected]...
> > Considering that the author of that little ditty
> > starts of by saying "Me and
> > my husband", and the rest of the text,
> > I find this hardly credible.
>
>
> You automatically disbelieve anything a woman might write???

No, not at the start. I read the article, and nowhere does it say how much
responsibility she is given towards offering credits etc, as a rookie CSR.

>
> I found it very credible as it matches what people report with their
> experiences with CSRs.

I find that when you change IDs midstream in a thread, you aren't credible
either. Stick with one ID Phillipe.

Bob

"Bob Smith" <[email protected]> wrote in message =
news:[email protected]...
>=20
> Considering that the author of that little ditty starts of by saying =
"Me and
> my husband", and the rest of the text, I find this hardly credible.

That caught my attention too. The bad grammar serves to illustrate that
Sprint will take any high school dropout and train them to be a CSR.

--=20

John Richards

"Bob Smith" <[email protected]> wrote in message =
news:[email protected]...
>=20
> Considering that the author of that little ditty starts of by saying =
"Me and
> my husband", and the rest of the text, I find this hardly credible.

That caught my attention too. The bad grammar serves to illustrate that
Sprint will take any high school dropout and train them to be a CSR.

--=20

John Richards

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John Richards <[email protected]> wrote:
>
> That caught my attention too. The bad grammar serves to illustrate that
> Sprint will take any high school dropout and train them to be a CSR.
>

That is quite an inference. I have met several high level business and
technical people that speak in this equally bad grammar (and eat with
equally bad manners ... shovel, mouth, hear it slosh) and yet these
people are NOT high school dropouts.

- --

Thomas T. Veldhouse
Key Fingerprint: 2DB9 813F F510 82C2 E1AE 34D0 D69D 1EDC D5EC AED1

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John Richards <[email protected]> wrote:
>
> That caught my attention too. The bad grammar serves to illustrate that
> Sprint will take any high school dropout and train them to be a CSR.
>

That is quite an inference. I have met several high level business and
technical people that speak in this equally bad grammar (and eat with
equally bad manners ... shovel, mouth, hear it slosh) and yet these
people are NOT high school dropouts.

- --

Thomas T. Veldhouse
Key Fingerprint: 2DB9 813F F510 82C2 E1AE 34D0 D69D 1EDC D5EC AED1

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In article <[email protected]>, nebby00007
@aol.com says...
> In this case it seems quite credible. I wouldn't generalize as you and Sm=
ith
> want to do.
>=20

Wouldn't generalize? There are reports here of good service, too,=20
and you attack those reports as apologist posting.

You are *just* as guilty of generalizations as those you accuse.

--=20
R=D8=DF
O/Siris
I work for Sprint PCS
I *don't* speak for them

"Thomas T. Veldhouse" <[email protected]> wrote in message =
news:[email protected]...
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
>=20
> John Richards <[email protected]> wrote:
>>=20
>> That caught my attention too. The bad grammar serves to illustrate =
that
>> Sprint will take any high school dropout and train them to be a CSR.
>>=20
>=20
> That is quite an inference. I have met several high level business =
and
> technical people that speak in this equally bad grammar (and eat with
> equally bad manners ... shovel, mouth, hear it slosh) and yet these
> people are NOT high school dropouts.

Point taken. That was a bit of hyperbole on my part. What I should have
said is that these people apparently didn't pay attention in their high=20
school English classes.
When I worked in a call center, during slow times I would often read =
email
answers sent by my fellows CSRs to customers. The *****ing and grammar
was often atrocious, and it made me wonder why the company allowed=20
this kind of employee to represent the company to the outside world.

--=20

John Richards

O/Siris <0siris@sprîntpcs.com> wrote in message news:<[email protected]>...
> In article <[email protected]>, nebby00007
> @aol.com says...
> > In this case it seems quite credible. I wouldn't generalize as you and Sm
> ith
> > want to do.
> >
>
> Wouldn't generalize? There are reports here of good service, too,
> and you attack those reports as apologist posting.
>
> You are *just* as guilty of generalizations as those you accuse.

I usually contact CS via email unless it's a huge problem. I emailed
Customer Service a couple of months ago about upgrading my phone, and
the response I recieved made me think it was from someone who spoke
English as a second language. I had to resend the email under the "my
account" section of webiste becuase they couldn't look into my account
unless I did that. It sounded weird, but I resent it. I got a reply
from the same CSR who baasically he told me in a really drawn out way
that I hadn't met the 18 month requirement and it would be better to
wait. I calculated it to be April/ early May that I could try to get a
new phone with rebate. I posted in here the same day I emailed and
someone provided me with a link to check if my phone was eligible (Bob
I think it was, thanks again), so now I know I can apply for the
rebate. While the guy was trying to be friendly, I wasn't very
impressed with the answer I recieved and choose to find the info on
the web instead.

My most recent e-mail was to inquire about a business discount. I
wanted to know how to go about initiating it. A helpful CSR told me I
could reply with my manager's name & address of employer. I did and
the next email I got back was adressed to my manager @@ So I knew that
CSR hadn't bothered to read the quoted text I provided in the email. I
emailed them one more time asking for a phone # of someone I could
speak to and the CSR responded by apologizing and stating that he had
applied the discount and changed my billing date to match the
company's, explained how my minutes would be pro-rated, etc. I checked
the next day and my plan was changed...the only irritating thing is I
can't check my minutes so I have no idea if I'll be going over or not
with my pro-rated # of mins. Oh well.

Bottom line is that there are at least a few CSRs who are friendly and
know what they're doing. There are also a lot of people who don't know
what they're doing...you just have to keep trying until you connect w/
the right person. I don't think this is limited to SPCS though, I've
heard stories from people w/ verizon, cingular, at&t about their cs
problems.

In article <[email protected]>,
[email protected] (Phyllis) wrote:

> My most recent e-mail was to inquire about a business discount. I
> wanted to know how to go about initiating it. A helpful CSR told me I
> could reply with my manager's name & address of employer. I did and
> the next email I got back was adressed to my manager @@ So I knew that
> CSR hadn't bothered to read the quoted text I provided in the email. I
> emailed them one more time asking for a phone # of someone I could
> speak to and the CSR responded by apologizing and stating that he had
> applied the discount and changed my billing date to match the
> company's, explained how my minutes would be pro-rated, etc. I checked
> the next day and my plan was changed...the only irritating thing is I
> can't check my minutes so I have no idea if I'll be going over or not
> with my pro-rated # of mins. Oh well.

Great you got a business discount!


Checking usage on the web has really improved. Its almost real time now,
rather than 2 days late. You can keep track of shared minutes now. You
ran into a remaining issue. If you change your plan, the web cant track
you until the start of your next billing period.

>
> Bottom line is that there are at least a few CSRs who are friendly and
> know what they're doing. There are also a lot of people who don't know
> what they're doing...you just have to keep trying until you connect w/
> the right person. I don't think this is limited to SPCS though, I've
> heard stories from people w/ verizon, cingular, at&t about their cs
> problems.

The problem with that is some customers have been misled by CSRs who
seemed friendly and promised to take care of things or issue cash
credits, or plan upgrades, or service credits, but didn't, or got it
wrong or stuck them into contracts without their knowledge.